Refund policy

Return & Refund Policy

Last updated: 23 April 2026

Welcome to the Novaglowjewels Return & Refund Policy. We want you to love every jewellery piece you receive. If something isn't right, this policy explains how returns and refunds work for customers in the United Kingdom.

Summary

  • You have 30 days from the date of delivery to request a return.
  • To initiate a return, contact us via our website chat or at support@novaglowjewels.com.
  • Items must be unworn, unused, undamaged, and in original condition with all original packaging, tags, jewellery boxes, pouches, and accessories included.
  • Return shipping costs are the customer's responsibility.
  • Refunds are processed within 5 business days of receiving and inspecting the return.

1. Return Window

You may request a return within 30 days of the date your order was delivered. Please ensure your return package has been physically shipped within this period. Return requests submitted after 30 days cannot be accepted.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory right to cancel your order within 14 days of receiving your goods without giving any reason. Our 30-day return window is more generous than this statutory minimum and does not limit your legal rights.

2. How to Start a Return

  1. Contact us via our website chat or email support@novaglowjewels.com with your order number and the reason for your return.
  2. Wait for our confirmation and return instructions by email.
  3. Pack the jewellery securely in its original packaging where possible, including all jewellery boxes, pouches, tags, certificates, care cards, and accessories.
  4. Ship the package to the return address provided below using a tracked shipping service.
  5. Share your tracking number with us once the package has been shipped.

⚠️ Do not send any items back without first receiving confirmation from us. Unauthorised returns cannot be processed.

3. Return Address

Once your return is confirmed, please ship your item to:

Novaglowjewels
23 The Mound
Edinburgh EH2 2HG
Scotland, United Kingdom

4. Return Conditions — Jewellery

Due to the delicate nature of our product range, including bracelets, anklets, necklaces, rings, jewellery pieces, and jewellery sets, the following conditions must be met for a return to be accepted:

  • Items must be unworn, unused, unaltered, and undamaged.
  • Items must be returned in their original condition, with no scratches, dents, tarnishing caused by use, missing stones, broken chains, or signs of wear.
  • All original packaging must be included, including jewellery boxes, pouches, gift boxes, tags, care cards, and certificates where applicable.
  • Jewellery sets must be returned as a complete set. Partial returns of a set cannot be accepted unless agreed by us in advance.
  • Rings, bracelets, anklets, and necklaces must not show signs of resizing, adjustment, repair, or alteration by the customer or a third party.
  • Items must be returned in a secure, protective package to prevent damage during return transit.

Rings, Bracelets, Anklets & Necklaces — Additional Conditions

  • Rings must be returned in the original size and condition received.
  • Bracelets and anklets must include all original clasps, charms, links, and attachments.
  • Necklaces must be returned untangled, undamaged, and with all original pendants, clasps, and attachments included.
  • Jewellery with missing parts, damaged clasps, broken chains, or visible wear may not be eligible for a refund unless the item is defective.

5. Non-Returnable Items

The following items cannot be returned unless they are defective, damaged on arrival, incorrectly supplied, or unless your statutory rights require otherwise:

  • Items that have been worn, used, altered, resized, repaired, or damaged after delivery
  • Items with missing tags, packaging, jewellery boxes, pouches, certificates, or accessories
  • Jewellery sets returned with missing pieces
  • Personalised, engraved, customised, or made-to-order jewellery
  • Items purchased as final sale
  • Gift cards

6. Return Shipping & Costs

Return shipping costs are the customer's responsibility. We do not provide prepaid return labels for standard returns.

Estimated return shipping costs within the United Kingdom vary by carrier, package weight, and location. As a general guide:

Carrier Service Estimated Cost
Royal Mail 2nd Class Tracked ~£3.50 – £5.50
Royal Mail 1st Class Tracked ~£4.50 – £7.00
Evri (Hermes) Standard Parcel ~£3.00 – £5.00
DPD / DHL Express Parcel ~£6.00 – £10.00

We strongly recommend shipping with a tracked service. Novaglowjewels is not responsible for items lost or damaged during return transit. Risk of loss remains with the customer until the return is received and confirmed by us.

7. Damaged, Defective, or Incorrect Items

If your jewellery arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery via our website chat or at support@novaglowjewels.com and include:

  • Your order number
  • A clear description of the issue
  • Photos of the item, packaging, and any visible damage

In these cases, Novaglowjewels will cover the return shipping cost and offer a replacement or full refund at your choice.

8. Refunds

Once your return has been received and inspected, we will process your refund within 5 business days. Refunds are issued to your original payment method.

Please allow additional processing time from your bank or payment provider, which is outside our control. Typical bank processing times are 3–7 business days.

If you have not received your refund within 5 business days of us confirming receipt, please contact us via our website chat or at support@novaglowjewels.com.

9. Exchanges

We do not offer direct exchanges at this time. If you would like a different item, ring size, style, or jewellery piece, please return the original item subject to the return conditions above and place a new order.

10. Undeliverable Packages & Address Changes

If a package is returned to us due to an incorrect address, refusal of delivery, or failure to collect, return and re-shipping costs may be deducted from any applicable refund. If you need to update your delivery address after placing an order, contact us immediately via our website chat or at support@novaglowjewels.com — we will do our best to accommodate changes before the order is dispatched.

11. Your Statutory Rights

This policy does not limit or waive any statutory rights you have under UK law. Your key statutory rights include:

  • Consumer Rights Act 2015: All goods must be of satisfactory quality, fit for purpose, and as described. If your item does not meet these standards, you may be entitled to a repair, replacement, or refund.
  • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulations 27–38): You have a 14-day statutory right to cancel a distance contract from the date of delivery, and a further 14 days to return the goods once you have notified us of your intention to cancel.

If you have a dispute that cannot be resolved directly with us, you may contact:

Customer Service

Website chat: Available during business hours
Email: support@novaglowjewels.com
Monday – Friday: 8:00 AM – 6:00 PM (GMT+1)
Saturday – Sunday: 8:00 AM – 4:00 PM (GMT+1)

Related Policies

Shipping Policy | Privacy Policy | Terms & Conditions | Payment Policy

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Contact Information

Store name: Novaglowjewels
Registered address: 23 The Mound, Edinburgh EH2 2HG, Scotland, United Kingdom
Website chat: Available during business hours
Email: support@novaglowjewels.com